Customer Care Advocate
About The Position
As a Customer Care Advocate at Rockwell Automation, you will advocate for customers while collaborating across teams to resolve issues, answer questions, and deliver efficient solutions. You will also identify process improvement opportunities and help guide changes that improve both the customer and employee experience. The role reports to the Customer Care Center Manager and follows a hybrid work model based in Mayfield Heights, Ohio. Rockwell Automation’s hybrid policy expects employees to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays, unless they have a business obligation out of the office.
Requirements
- High school diploma or GED.
- Legal authorization to work in the United States; employment visa sponsorship is not available for this position, now or in the future.
Nice To Haves
- Associate's degree.
- Ability to work in a hybrid capacity from the Mayfield Heights, Ohio location.
- 2+ years of experience interpreting customer needs and responding to customer requests.
- Experience working in a collaborative, team-oriented environment.
- Experience evaluating and improving end-to-end customer experiences and business processes.
- Experience documenting customer issues, solutions, and process improvements.
- Continuous improvement mindset with experience identifying opportunities that improve the customer experience.
Responsibilities
- Deliver timely, effective, customer-focused support across customer inquiries and business processes.
- Work with other teams and partners to resolve customer inquiries and achieve valued outcomes.
- Prioritize and respond to critical customer moments.
- Understand how the customer experience is measured.
- Address concerns and create positive experiences throughout the customer journey.
- Analyze problems, identify root causes, and determine solutions and alternatives.
- Serve as a subject matter expert on business processes.
- Identify trends, recurring issues, and process gaps, escalating opportunities for root cause resolution.
Benefits
- Health insurance including medical, dental, and vision.
- 401(k).
- Paid time off.
- Parental and caregiver leave.
- Flexible work schedule in coordination with the manager.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
